Hey there ​@Andrew Shapiro-Zysk, Emily here from Support Engineering at Intercom 👋🏼 
 

To calculate the number of replies across all conversations over a particular time period, you should focus on conversation parts where the part_type is comment. This indicates a reply made by a teammate or admin.

Here’s how you might proceed:

• Filter Conversation Parts: Look for conversation parts with part_type = comment and ensure they fall within your specified date range
• Count Unique Conversations: Count the unique number of conversations that include these parts to get the number of replies

Please note that the count_conversation_parts under statistics includes all conversation parts, including the initial message, while conversation_parts.total_count excludes the first message. This distinction is important when calculating replies, as you should focus on parts beyond the initial message.

Hope this helps! 💪🏼

Thank you!

No problem ​@Andrew Shapiro-Zysk :)

Hi ​@Emilygav 

Thanks for the helpful explanation above — it clarified a lot for us too!

We’ve been digging into our Intercom data via the API and noticed something interesting: while comment is clearly the primary part_type for replies, we’ve also come across some other part_types that include teammate replies — like assign_and_reopen, open, or assignment — even though they’re not technically classified as comment.

From what we can tell, this happens when a teammate adds a message while (re)assigning and/or (re)opening the conversation.

So while we understand that the official guidance for calculating replies focuses on part_type = "comment", it seems like some actual replies might be missed if we don’t also consider other part_types that include a non-empty body.

Have you seen this happen before? Would love to know if this is an edge case worth flagging — or something specific to how our workspace is using Intercom.

Thanks again!